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Customer Care Manager - Job Opportunity at Marathe InfoTech

Pune, India
Full-time
Mid-level
Posted: June 29, 2025
On-site
INR 4,50,000 - 7,00,000 per year (approximately USD 5,400 - 8,400 annually)

Key Responsibilities

Drive operational excellence by orchestrating daily workflow optimization within the customer service department, ensuring seamless service delivery and maximum team productivity
Lead strategic customer engagement initiatives through comprehensive daily calling programs that strengthen client relationships and drive retention
Establish and monitor key performance indicators for customer service excellence, creating measurable goals that align with organizational objectives
Provide visionary leadership and mentorship to a team of customer service representatives, fostering professional development and high-performance culture
Maintain comprehensive client interaction documentation systems that enable data-driven decision making and service improvement
Execute proactive customer relationship management by consistently responding to inquiries and maintaining high satisfaction standards
Monitor and analyze critical business metrics on a daily basis, ensuring alignment with strategic objectives and identifying optimization opportunities
Develop sophisticated reporting frameworks that provide actionable insights on customer interactions and service performance trends
Design and implement strategic upskilling and professional development programs that enhance team capabilities and career advancement opportunities

Requirements

Education

Need Graduation and Master's degree

Experience

Relevant experience in customer service manager minimum 2 to 3 years

Required Skills

Strong understanding of customer service software eg. Live chat, etc. Clear verbal and written communication skills Familiarity with management techniques MS Office
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Sauge AI Market Intelligence

Industry Trends

The customer service industry is experiencing a significant digital transformation with increased adoption of AI-powered chatbots and omnichannel support platforms, requiring managers to integrate traditional service excellence with cutting-edge technology solutions. Organizations are investing heavily in customer experience management systems that provide real-time analytics and predictive insights, making technical proficiency in customer service software increasingly critical for managerial roles. There is a growing emphasis on proactive customer engagement and relationship management rather than reactive problem-solving, with companies recognizing that customer retention costs significantly less than acquisition. This shift requires customer care managers to develop strategic thinking capabilities and implement data-driven approaches to identify and address customer needs before they become issues. The rise of remote and hybrid work models has fundamentally changed customer service operations, with managers now required to lead distributed teams while maintaining service quality standards. This trend has created demand for leaders who can effectively manage virtual teams, implement digital collaboration tools, and maintain team cohesion across different work environments.

Role Significance

Typically manages a team of 8-15 customer service representatives, with responsibility for their performance, development, and daily operations coordination. The role often involves cross-functional collaboration with sales, technical support, and product teams to ensure comprehensive customer support.
This mid-level management position represents a critical operational leadership role that directly impacts customer satisfaction, retention, and revenue generation. The position requires balancing tactical day-to-day operations with strategic planning and team development, making it a pivotal role in organizational success and customer experience delivery.

Key Projects

Implementation of customer service software upgrades and system integrations to improve efficiency and service quality Development and execution of customer retention programs and loyalty initiatives Creation of comprehensive training programs for customer service representatives Design and implementation of customer feedback systems and service quality improvement initiatives Leading cross-departmental projects to resolve complex customer issues and improve overall customer experience

Success Factors

Exceptional leadership and team management capabilities combined with the ability to motivate and develop customer service representatives while maintaining high performance standards Strong analytical skills to interpret customer service metrics, identify trends, and make data-driven decisions that improve service quality and operational efficiency Advanced communication and interpersonal skills to effectively manage customer escalations, lead team meetings, and collaborate with other departments Technical proficiency in customer service software platforms and the ability to adapt to new technologies and systems as they are implemented Strategic thinking ability to align daily operations with broader business objectives and contribute to customer experience strategy development

Market Demand

High demand driven by increasing focus on customer experience as a competitive differentiator and the need for skilled managers who can bridge traditional service excellence with modern digital customer engagement strategies

Important Skills

Critical Skills

Leadership and team management skills are absolutely essential as the role involves supervising a team of customer service representatives and driving their performance. The ability to motivate, coach, and develop team members directly impacts service quality and customer satisfaction, making this the foundation of success in this position. Proficiency in customer service software and technology platforms is critical in today's digital-first customer service environment. Understanding live chat systems, CRM platforms, and other customer service tools enables efficient operations and provides the technical credibility needed to lead a modern customer service team. Strong analytical and reporting capabilities are vital for monitoring business metrics, generating meaningful insights from customer interaction data, and making data-driven decisions that improve service quality and operational efficiency.

Beneficial Skills

Project management skills would be highly valuable for implementing service improvements, managing software upgrades, and leading cross-functional initiatives that enhance customer experience Knowledge of customer experience design principles and methodologies would provide strategic advantage in developing comprehensive customer journey improvements Understanding of sales processes and revenue impact would enable better alignment between customer service operations and business growth objectives

Unique Aspects

The role combines traditional customer service management with the dynamic environment of a technology services company, offering exposure to both customer relationship management and technical solution delivery
The company's emphasis on flat hierarchies suggests that this Customer Care Manager role may have more strategic input and decision-making authority than similar positions in more hierarchical organizations
Being part of India's thriving IT services sector provides opportunities for professional growth and exposure to international business practices and global client management

Career Growth

Typically 3-5 years to advance to senior management positions, depending on performance, additional skill development, and organizational growth opportunities

Potential Next Roles

Senior Customer Care Manager or Director of Customer Experience, where responsibilities expand to include strategic customer experience planning and multi-team leadership Operations Manager roles that leverage customer service management experience in broader operational contexts Client Success Manager or Account Management positions that utilize customer relationship expertise in revenue-generating roles

Company Overview

Marathe InfoTech

Marathe InfoTech appears to be a technology services company operating in the Indian market, likely providing IT solutions and services to various business clients. The company emphasizes flat hierarchies and full ownership culture, suggesting a modern organizational approach that values employee autonomy and direct communication.

As a mid-sized technology services company in India's competitive IT sector, Marathe InfoTech likely serves both domestic and potentially international clients, positioning itself in the growing Indian technology services market that continues to expand globally.
Based in Pune, which is a major IT hub in India, the company is strategically located in one of the country's most important technology centers, providing access to skilled talent and proximity to other technology companies and potential clients.
The company promotes a collaborative work environment with flat hierarchies and clear communication, suggesting a modern workplace culture that encourages innovation and individual responsibility, which is typical of progressive Indian IT companies.
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